Head of AI Customer Experience

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Job Overview

Are you energized by greenfield challenges? Do you thrive in ambiguity and enjoy building products that redefine how customers engage with financial services? 

Citi is seeking a visionary product leader to help shape and deliver the future of AI-powered customer experiences. This is a unique opportunity to define products, capabilities, and customer journeys that do not exist today while operating at the scale of one of the world's leading financial institutions. 

This role is responsible for helping define what a One Citi customer experience looks like in an AI-first world. The leader will bring together customer insights, business strategy, data, and emerging AI technologies to create experiences that anticipate customer needs, simplify financial decisions, and help customers realize the full value of their relationship with Citi. Working across businesses and functions, this individual will drive the strategy, roadmap, investments, and execution required to deliver a more connected, personalized, and intelligent customer experience at scale. The successful candidate will navigate ambiguity, influence senior stakeholders, and build alignment across product, technology, data, design, and business teams to transform a bold vision into measurable customer and business outcomes. 

Responsibilities

• Lead the strategy, vision, and multi-year roadmap for AI-powered customer experiences, helping define what a One Citi customer experience looks like in an AI-first world. 

• Translate customer needs, business priorities, and emerging AI technologies into products and experiences that deepen engagement, simplify financial decisions, and increase customer value. 

• Own the product strategy, investment priorities, and business outcomes for AI-powered customer experiences across engagement, rewards, benefits, lending, servicing, and intelligent customer interactions. 

• Define how Citi leverages personalization, recommendations, conversational AI, and emerging agentic capabilities to deliver more relevant, proactive, and contextual customer experiences. 

• Partner with business, technology, data, architecture, design, and operations leaders to drive execution from concept through delivery, adoption, and value realization. 

• Build alignment across multiple organizations and influence strategic decisions in an environment characterized by complexity, ambiguity, and competing priorities. 

• Lead customer journey innovation across acquisition, onboarding, engagement, servicing, and relationship growth, creating experiences that help customers realize the full value of their relationship with Citi. 

• Establish success metrics, adoption goals, and performance measures to evaluate customer, business, and AI outcomes. 

• Partner with Risk, Controls, Compliance, Legal, and Fraud teams to enable responsible AI deployment and ensure adherence to regulatory and governance requirements. 

• Build, lead, and develop a high-performing team of product managers and product leaders, creating a culture of accountability, innovation, and customer obsession. 

• Foster an inclusive, collaborative, and high-performance environment that encourages experimentation, continuous learning, talent development, and challenging the status quo. 

• Serve as a thought leader and trusted advisor to senior executives, helping shape Citi's long-term strategy for AI-powered customer engagement and experiences.

Qualifications:

• 15+ years experience
• Accomplished change leader, can execute flawlessly in ambiguous and changing environments and demonstrates both a flexible and resilient approach
• Must possess passion for the transformation of the consumer banking business, with high energy
• Managerial experience
• Significant relevant experience driving strategy and execution of digital products, client segments, channel distribution, and customer experience in the retail banking/financial services space
• Demonstrated ability to work collaboratively across multiple stakeholders and organizations – pushes self and colleagues to higher levels of performance by actively listening and engaging in constructive dialogue.
• Treats people with respect and assumes the intentions of others are based on common purpose and shared goals
• Demonstrated ability to manage and drive large scale, complex business initiatives –taking initiatives from concept to execution.
• Ability to balance strategic thinking with process-oriented execution, with a high attention to detail and quality on both internal team work and external products delivered to the market
• Strategic, analytical, and systematic thinker who consistently pushes the status quo and constructively challenges the team to drive change and continuous improvement and innovation

Education:

• Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.